Call & Contact Centre Expo 2021 Preview

William Smith

We’ll be bringing you all the action from next week’s two-day event – here's a look at what to expect

Call & Contact Centre Expo 2021 Preview

Call & Contact Centre Expo 2021 is taking place next week from 16-17 November at ExCeL London. 

The physical event will serve as a fantastic opportunity for customer engagement professionals, as well as those in IT, general management, HR, marketing and operations, to come together and discuss all things contact centre – from technology to strategy. 

The event is featuring a host of exhibitors, seminars and panel debates – as well as technology and product demonstrations.  

We’ve picked out a few highlights including a keynote from Zendesk’s Prelini Udayan-Chiechi, VP of Marketing EMEA, at 15:30 on 16 November, discussing the key factors behind building a digital-first workplace, including implementing a new workplace philosophy and embracing flexibility. 

Tom Arbuthnot, Principal Solutions Architect – Modality Systems, meanwhile, is presenting a session called Microsoft Teams Contact Centres, Understanding Your Options at 14:45 on 16 November, which will answer questions around the benefits of a Teams Contact Centre, the integrations it offers, and the agent experience it provides. 

At 12:30 on 17 November, Digital First: Delivering Connected CX from Alberta Bosco, Director of Product Marketing – Puzzel, will look into the evolving role of the contact centre, and how AI and automation can help enable more personalised customer journeys. 

A host of speakers will be on offer across the two days from the industry’s heavy hitters and challengers, including the likes of: 

  • Frederic Laziou. CEO, Puzzel 
  • Amrit Chaudhuri, Executive Vice President, 8×8 
  • Brian Atkinson, AVP & GM EMEA, Five9 
  • Camelia Suciu, Contact Centre Solutions Engineer, Twilio 
  • Emma Murray, Customer Success Manager, RingCentral 

A range of theatres are also in place, including a zone centred around smart communications developments, responding to the ever more important impetus for a connected workforce. A VIP lounge, meanwhile, is in place to connect with industry figures, while a networking area will serve as a hub for contact development. 

The event kicks off at 9.30AM on both days, closing at 4.00PM on 17 November. Follow us here and on social media to hear from CX Today as we cover the event. 



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